Last updated 20 September 2026
What is refunded if a booking is cancelled or goes wrong, who pays you, and when.
Today: nothing is charged
Waypoint Travel does not sell, reserve or issue travel yet, and does not take payment. A trip request records the plan you chose; no card is charged and no supplier is committed, so there is nothing to refund.
If money ever leaves your account in connection with Waypoint Travel in error, contact us through the contact page with the details and we will have it returned in full.
When booking becomes available
When real bookings open, the money you pay a supplier — an airline, rail operator, ferry company, accommodation provider or transfer operator — comes back to you the way the supplier's own rules provide. If the supplier refunds, we pass the refund through to you in full: we do not deduct a refund handling fee.
Any cancellation or change charge a supplier imposes will be shown to you before you pay, as part of the fare rules on the option itself. Where the airline or provider stated nothing about change or refund rules, we say so rather than guess.
Refund timing depends on the supplier and the card or payment network, and typically takes from a few days to a couple of weeks after the supplier confirms it. We will show the supplier's stated timing at the point of sale and update the trip page when a refund is confirmed.
Our own fees, where any ever apply, are shown before you pay. The complete-trip price at the moment of decision is the price we intend you to pay.
What we do not offer
We do not offer same-night rebooking cover. If a carrier cancels and you need alternative travel that night, the carrier's duty of care and its own rules apply; we will help you find and explain the options, but we do not promise to have you rebooked by morning at our cost.
We do not front refunds. We do not pay you from our own funds before the supplier refunds us. We will chase the supplier, tell you honestly what stage the refund is at, and pass it on the moment it reaches us.
These are commitments we have deliberately not made. If that ever changes, this document will be updated before the change applies to any payment you make.
How to ask for a refund
Contact us through the contact page with the trip reference, what happened and what you are owed. We will record the request, tell you which supplier owes the refund when known, and chase it on your behalf. We do not promise a response time while support operations are still in preview.
If you are unhappy with how a refund request is handled, our Complaints and disputes document sets out the next steps, including the external bodies available to you.